Business Consultant, CX

Nice-0a1ef543; Greater London; Hybrid; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Equal opportunity employer

Job summary

NiCE is seeking a senior VRS Business Portfolio Consultant to own customer business cases and drive AI-led CX/CCaaS transformations. You will lead multi-product projects, influence senior stakeholders, and deliver measurable ROI through strategic advisory engagements.

You will work in a hands-on consulting role within a matrixed organization, collaborating across NiCE teams to mature VRS delivery and governance, and grow recurring engagements with customers.

Qualifications

• Minimum of 5 years of experience in NiCE's target functions and industries.
• Leadership experience in contact center environment preferred.
• Experience with contact center enterprise software; deep domain in IVR/Routing/ACD and WFM/Quality Management preferred.
• Hands-on experience implementing AI/Digital products from a people and process perspective.
• Experience in business process improvement and Customer Success.
• Must influence senior executives and deliver ROI-focused outcomes.
• Six Sigma Certification or other process improvement discipline preferred.

Responsibilities

• Deliver business improvement projects with measurable ROI and high client satisfaction.
• Discover, identify and create business cases for value of the product portfolio.
• Lead consulting projects to drive process improvement and organizational change.
• Own and manage senior stakeholder relationships and ensure active sponsorship.
• Map business cases into action items and solution design against product launches.
• Develop repeat engagements via successful delivery and thought leadership.
• Perform financial analysis, benefits and impact analysis, and ROI modeling.

Skills

Consulting leadership

AI/Digital product knowledge

Change management

Stakeholder management

Financial analysis & ROI

Strategic partnership

Education

Six Sigma Certification or equivalent

Tools

Contact center software

IVR/Routing/ACD knowledge

Workforce Management knowledge

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

This is an exciting consulting position within the NiCE – Value Realisation Services (VRS) Organisation that is focused on owning our customers’ business case and driving increased adoption and bottom-line ROI value of NICE solutions.The ideal candidate brings a strong mix consulting and operations experience to be positioned strongly to lead customers through AI-led CX/CCaaS transformations.As a seasoned consultant in a technology company such as NiCE, onemustpossessa unique blend of business, subject matterexpertise,and technical savvy to lead the team to deliver bottom line business impact via oursoftwaresolutions.Candidatesshould be well experiencedtoact as aleading voicein maturing ourVRSmethodologyand delivery of the services.

This is ahands-onposition where you are personallyinvolvedin direct consulting delivery of strategic advisory engagements.Thisconsultantwill work with multiple broad groups within NiCE and must have proven ability to influence cross-functional teams with or without formal “direct-line”authority andbe effectiveworking withinamatrixedorganisation.

AtNiCE, theVRS BusinessPortfolioConsultant:

• Providesbest practice guidance to ensure customer fullyoptimisestheir business process andmaximisesthe full potential of theNiCEofferedsolution(s)
• Designs change strategy across people, process & technology
• Serves as lead consulting program leader, creating and owning the business case for a multi-tiered customer offering, leading multi-product projects
• Builds long-term relationships with customers, becoming a trusted advisor
• Provides individual accountability toward assurance of customer valuerealisation
• Identifiesopportunities foradditionalengagements through service subscription renewals and business development

KeyResponsibilities:

• Responsible for the successful delivery of business improvement projects resulting in highly satisfied, reference-able clients and measurable business improvement
• Discover,identifyand create business cases forvalueof the product portfolio
• Leadconsulting projects to drive process improvement and ensure business readiness foroptimaladoption andutilisationof NiCE solutions across the enterprise
• Lead complete, comprehensiveorganisationalchange management with customer during engagements
• Own and manage senior stakeholder relationship and ensure active participation and sponsorship over the course of the engagement
• Manage consulting program with continuous alignment withentireproduct implementation program
• Establish andmonitorprogress towardbusinesssuccess criteria for each product andBU
• Map business case into action items and solution design
• Align launch strategy with use case and valuepriorities
• Provide input intotechnical projectplan, overlaying VRS activities
• Develop repeat business opportunities via successful delivery,credibilityand thought leadership
• Independently perform financial analysis, benefits and impact analysis and create ROI models for the specific domain

Required Experience:

• Minimum of 5 years of experience in functions and industries in which NiCE provides services
• Minimum 5 years of leadership experience in contact center environment preferred
• Experience with contact center enterprise software, and specifically deep domain experience inIVR/Routing/ACD and Work Force Managementor Quality Managementpreferred
• Hands on experience of implementing AI/Digital products (such as Co-pilot, Autopilot) from a people and processperspective (such asunderstanding anyChange Management,adoptionor ValueRealisationchallenges).
• Experience in business process improvement and Customer Success
• Must have proven ability toindependently and effectively handle Sr. Executive audience and stakeholders, provide thought leadership and gain strategic partnership
• Led projectteams anddemonstratedoperational performance improvements with significant benefit.
• Demonstrated experience with leadingorganisationalchange, creating governance teams and center of excellence processes
• Six Sigma Certification or other Process Improvement Discipline preferred

Reporting to: Director, Business Consulting, VRS.

#LI-Hybrid

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

As set forth in NICE’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.